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mpgstuff

join:2003-07-07
Kenosha, WI

[TWC] Cable Modem Resets

Hello,

I've had TWC RR for about a decade and in the past few months I've been noticing that my cable modem is rebooting a lot more than it used to. 3-5 times a week that I notice (twice tonight alone). It also seems, and it could be my mind playing tricks on me, that it tends to happen when I first try to load a webpage or sign a new device onto the network. Again, could just be coincidence.

I am using the original cable modem from the installation approx. 10 years ago which is a Motorola SB4100. Nothing has changed from an environment standpoint that I'm aware of (desk hasn't moved, no new cables, etc).

In the modem logs I see Critical messages such as
"No Ranging Response Received - T3 Timeout"

which are then followed by BOOTING messages, attempt to acquire upstream, failure to acquire upstream, etc.

The modem is never out for more than a minute or two, but I never recall it dropping the connection like this in the past on such a "frequent" basis.

I've googled around and it seems signal to noise can cause this behavior? Currently my SNR reads 36db. I guess my main question would be is there anything I can do to pinpoint the cause of this, specifically if it's a faulty modem or something beyond that? Or if there are any preventative measures that could be taken?

Any help would be appreciated. Thanks



hobgoblin
Sortof Agoblin
Premium
join:2001-11-25
Orchard Park, NY
kudos:11

1 recommendation

Do yourself a favor, get rid of that modem, the sooner the better.

Hob



kilrathi
Premium
join:2005-04-22
Rockaway Park, NY
reply to mpgstuff

T3 timeout errors are related to upstream noise or modem unable to communicate with cmts as in send info to cmts, this either means u have upstream noise/packet loss or smaller chance that the modem is bad, but if I was a betting man I would say there is upstream signal issue. Of course 10 year old modem definitely means u wanna try to replace it for a new one and see what happens.


mpgstuff

join:2003-07-07
Kenosha, WI
reply to mpgstuff

Thanks for the responses.

Is it a "painful" process to get a new modem through TWC? Or can I just call up/visit my local TWC office and they'll swap it out? There wouldn't be any reason they'd want a technician to make a house call for a modem swap, correct? And then to provision the modem, is it just an automated phone process (when I got a new cable box they shipped it to the house, then there was some phone # I called to provision the box) ?

Is there a standard cable modem that TWC is giving out nowadays? Or is it dependent on area?



PCInTech
keeping art alive since 1953
Premium
join:2004-06-07
Massena, NY
kudos:9

In most areas, it's an over the counter swap. Painless.


Fleeced

join:2012-10-06
kudos:2
reply to mpgstuff

The most pain you'll have at a front counter is the wait, depending on the area (Mine ususally has one or two people, some places have a line out the door of what I've heard). Otherwise it's just swap and go.


mpgstuff

join:2003-07-07
Kenosha, WI
reply to mpgstuff

Thanks for the replies folks. I will probably pursue getting a replacement modem from the local TWC office.

The resets/T3 Timeouts seem to happen primarily during hours of 6PM-10PM, but again, that could just be me noticing it during this time frame since that's generally when I use the connection the most.


Wilsdom

join:2009-08-06
reply to mpgstuff

I've had this issue at least twice for a period of weeks, but it went away on its own (presumably with the help of TW network technicians). So the modem might not be the problem, though one that old might not be giving you the best performance...


Bigman397

join:2012-11-25
Lincoln, NE
reply to mpgstuff

Get a new modem first and foremost. You are likely paying the lease fee, no reason not to have a new modem.

If the problem still exists, browse to the 192.168.100.1 page and post the signal information so as to assist us armchair techs


mpgstuff

join:2003-07-07
Kenosha, WI
reply to mpgstuff

I agree this modem is quite old and I immediately become suspicious of it whenever I have a problem. Although as another user mentioned, things seem to always clear up after a week or so. Looking back at my older posts over the years here seems to confirm this.

This particular issue has been going on for at least a couple of months now, some weeks worse than others, with an average modem reset of about once per day (that I notice). Other than this hiccup I'd say my service is good.

I will hold out about one more week. According to the RR status page for my area there is scheduled "HUB" maintenance this Thursday for the city I am in. I'm not sure if this maintenance has the potential of fixing my issue, but I will see. If it doesn't, I will take action beginning with obtaining a new modem.

Thanks



hobgoblin
Sortof Agoblin
Premium
join:2001-11-25
Orchard Park, NY
kudos:11

Once again......get rid of the modem.

Thank You.

Hob


mpgstuff

join:2003-07-07
Kenosha, WI
reply to mpgstuff

The modem is old and yes it should be/will be replaced.

I guess my question is, can we say for sure the modem is the primary reason for this happening? Or is it really something on the line/TWC's problem? If I get a new modem (which yes, I agree this one is old and severely outdated and I should get one anyway for no net $ increase) but the same issue continues to happen, what is the next thing to look for?

My modem just reset, here are the logs currently on the device. Looks like there are several reboots in here in the span of ~24 hours:
121127174642 8-Debug M570.2 Motorola CM certificate present
121127174642 8-Debug M571.7 CM Cert Upgrade Enabled. AutoRun after Reg or via SNMP
121127174642 8-Debug I503.0 Cable Modem is OPERATIONAL
121127174642 8-Debug F502.1 Bridge Forwarding Enabled.
121127174642 7-Information B401.0 Authorized
121127174641 8-Debug F502.3 Bridge Learning Enabled.
121127174641 8-Debug B961.2 Retrieved CA Cert from Secure DL sector successfully
121127174641 7-Information B0.0 Baseline Privacy
121127174639 7-Information X518.9 Configuration - GGFMMD - Unit Update Enabled by CVC
121127174639 8-Debug I500.3 DOCSIS 1.1 Registration Completed
121127174639 7-Information I500.5 Attempting DOCSIS 1.1 Registration
121127174639 7-Information D509.0 Retrieved TFTP Config File SUCCESS
121127174639 7-Information D507.0 Retrieved Time....... SUCCESS
************ 7-Information D511.0 Retrieved DHCP .......... SUCCESS
************ 5-Warning D520.2 DHCP Attempt# 1 BkOff: 5s Tot DSC:1 OFF:1 REQ:1 ACK:1
************ 7-Information D0.0 DHCP CM Net Configuration download and Time of Day
************ 7-Information T500.0 Acquired Upstream .......... SUCCESS
************ 8-Debug T503.1 Acquire US with status OK, powerLevel 47, tempSid 726
************ 8-Debug T505.0 Acquired Upstream with status OK
************ 3-Critical R2.0 No Ranging Response received - T3 timeout
************ 7-Information T501.0 Acquired Downstream (693000000 Hz)........ SUCCESS
************ 8-Debug T509.0 Acquired DS with status OK, DS Freq 693000000, US Id 2
************ 7-Information H501.2 HFC: Shutting Downstream Down
************ 8-Debug T503.1 Acquire US with status RR Change, powerLevel 36, tempSid 0
************ 8-Debug T505.0 Acquired Upstream with status RR Change
************ 3-Critical R2.0 No Ranging Response received - T3 timeout
************ 7-Information T501.0 Acquired Downstream (711000000 Hz)........ SUCCESS
************ 8-Debug T509.0 Acquired DS with status OK, DS Freq 711000000, US Id 2
************ 7-Information I510.0 *** BOOTING *** SB4100-1.4.9.9-SCM02-NOSH
121127174544 4-Error T520.0 Fail to change upstream from UCC REQ
121127174544 4-Error T508.0 Fail to Acquire upstream, Error Stats RR ABORT, Retry 2
121127174544 8-Debug T505.0 Acquired Upstream with status RR ABORT
121127174542 4-Error T508.0 Fail to Acquire upstream, Error Stats RR ABORT, Retry 1
121127174542 8-Debug T505.0 Acquired Upstream with status RR ABORT
121127174538 7-Information H501.1 HFC: Shutting Upstream Down
121127174538 8-Debug F502.2 Bridge Forwarding Disabled.
121127174537 7-Information C100.0 UCC-RSP Upstream Channel Change Response
121127155345 8-Debug F502.1 Bridge Forwarding Enabled.
121127155343 7-Information C400.0 DCC-ACK Dynamic Channel Change Acknowledgement
121127155343 4-Error B923.0 Error extracting Author Reject Msg
121127155343 7-Information B922.0 Ignore invalid error code 10
121127155343 7-Information C203.0 DCC arrive new
121127155343 7-Information C300.0 DCC-RSP Dynamic Channel Change Response
121127155342 7-Information H501.1 HFC: Shutting Upstream Down
121127155342 7-Information T501.0 Acquired Downstream (711000000 Hz)........ SUCCESS
121127155342 8-Debug T509.0 Acquired DS with status OK, DS Freq 705000000, US Id 2
121127155341 7-Information H501.2 HFC: Shutting Downstream Down
121127155341 8-Debug F502.2 Bridge Forwarding Disabled.
121127155341 7-Information C202.0 DCC depart old
121127155341 7-Information C300.0 DCC-RSP Dynamic Channel Change Response
121127155341 7-Information C200.0 DCC-REQ Dynamic Channel Change Request
121127081820 8-Debug M570.2 Motorola CM certificate present
121127081820 8-Debug M571.7 CM Cert Upgrade Enabled. AutoRun after Reg or via SNMP
121127081820 8-Debug I503.0 Cable Modem is OPERATIONAL
121127081820 8-Debug F502.1 Bridge Forwarding Enabled.
121127081820 7-Information B401.0 Authorized
121127081819 8-Debug F502.3 Bridge Learning Enabled.
121127081819 8-Debug B961.2 Retrieved CA Cert from Secure DL sector successfully
121127081819 7-Information B0.0 Baseline Privacy
121127081817 7-Information X518.9 Configuration - GGFMMD - Unit Update Enabled by CVC
121127081817 8-Debug I500.3 DOCSIS 1.1 Registration Completed
121127081817 7-Information I500.5 Attempting DOCSIS 1.1 Registration
121127081817 7-Information D509.0 Retrieved TFTP Config File SUCCESS
121127081817 7-Information D507.0 Retrieved Time....... SUCCESS
************ 7-Information D511.0 Retrieved DHCP .......... SUCCESS
************ 5-Warning D520.2 DHCP Attempt# 1 BkOff: 5s Tot DSC:1 OFF:1 REQ:1 ACK:1
************ 7-Information D0.0 DHCP CM Net Configuration download and Time of Day
************ 7-Information T500.0 Acquired Upstream .......... SUCCESS
************ 8-Debug T503.1 Acquire US with status OK, powerLevel 47, tempSid 726
************ 8-Debug T505.0 Acquired Upstream with status OK
************ 3-Critical R2.0 No Ranging Response received - T3 timeout
************ 7-Information T501.0 Acquired Downstream (711000000 Hz)........ SUCCESS
************ 8-Debug T509.0 Acquired DS with status OK, DS Freq 711000000, US Id 1
************ 7-Information I510.0 *** BOOTING *** SB4100-1.4.9.9-SCM02-NOSH
121127081736 4-Error T520.0 Fail to change upstream from UCC REQ
121127081736 4-Error T508.0 Fail to Acquire upstream, Error Stats RR ABORT, Retry 2
121127081736 8-Debug T505.0 Acquired Upstream with status RR ABORT
121127081732 4-Error T508.0 Fail to Acquire upstream, Error Stats RR ABORT, Retry 1
121127081732 8-Debug T505.0 Acquired Upstream with status RR ABORT
121127081726 7-Information H501.1 HFC: Shutting Upstream Down
121127081726 8-Debug F502.2 Bridge Forwarding Disabled.
121127081725 7-Information C100.0 UCC-RSP Upstream Channel Change Response
121127011831 8-Debug M570.2 Motorola CM certificate present
121127011831 8-Debug M571.7 CM Cert Upgrade Enabled. AutoRun after Reg or via SNMP
121127011831 8-Debug I503.0 Cable Modem is OPERATIONAL
121127011831 8-Debug F502.1 Bridge Forwarding Enabled.
121127011831 7-Information B401.0 Authorized
121127011830 8-Debug F502.3 Bridge Learning Enabled.
121127011830 8-Debug B961.2 Retrieved CA Cert from Secure DL sector successfully
121127011830 7-Information B0.0 Baseline Privacy
121127011827 7-Information X518.9 Configuration - GGFMMD - Unit Update Enabled by CVC
121127011827 8-Debug I500.3 DOCSIS 1.1 Registration Completed
121127011827 7-Information I500.5 Attempting DOCSIS 1.1 Registration
121127011827 7-Information D509.0 Retrieved TFTP Config File SUCCESS
121127011827 7-Information D507.0 Retrieved Time....... SUCCESS
************ 7-Information D511.0 Retrieved DHCP .......... SUCCESS
************ 5-Warning D520.2 DHCP Attempt# 1 BkOff: 5s Tot DSC:1 OFF:1 REQ:1 ACK:1
************ 7-Information D0.0 DHCP CM Net Configuration download and Time of Day
************ 7-Information T500.0 Acquired Upstream .......... SUCCESS
************ 8-Debug T503.1 Acquire US with status OK, powerLevel 45, tempSid 726
************ 8-Debug T505.0 Acquired Upstream with status OK
************ 3-Critical R2.0 No Ranging Response received - T3 timeout
************ 3-Critical R6.0 Unicast Maintenance Ranging attempted - No response - Retries exhausted
************ 3-Critical R5.0 Started Unicast Maintenance Ranging - No Response received - T3 timeout
************ 3-Critical R2.0 No Ranging Response received - T3 timeout
************ 7-Information T501.0 Acquired Downstream (711000000 Hz)........ SUCCESS
************ 8-Debug T509.0 Acquired DS with status OK, DS Freq 711000000, US Id 2
************ 7-Information I510.0 *** BOOTING *** SB4100-1.4.9.9-SCM02-NOSH
121127011727 4-Error T520.0 Fail to change upstream from UCC REQ
121127011727 4-Error T508.0 Fail to Acquire upstream, Error Stats RR ABORT, Retry 2
121127011727 8-Debug T505.0 Acquired Upstream with status RR ABORT
121127011725 4-Error T508.0 Fail to Acquire upstream, Error Stats RR ABORT, Retry 1
121127011725 8-Debug T505.0 Acquired Upstream with status RR ABORT
121127011720 7-Information H501.1 HFC: Shutting Upstream Down
121127011720 8-Debug F502.2 Bridge Forwarding Disabled.
121127011719 7-Information C100.0 UCC-RSP Upstream Channel Change Response
121126212225 8-Debug M570.2 Motorola CM certificate present
121126212225 8-Debug M571.7 CM Cert Upgrade Enabled. AutoRun after Reg or via SNMP
121126212225 8-Debug I503.0 Cable Modem is OPERATIONAL
121126212225 8-Debug F502.1 Bridge Forwarding Enabled.
121126212225 7-Information B401.0 Authorized
121126212223 8-Debug F502.3 Bridge Learning Enabled.
121126212223 8-Debug B961.2 Retrieved CA Cert from Secure DL sector successfully
121126212223 7-Information B0.0 Baseline Privacy
121126212221 7-Information X518.9 Configuration - GGFMMD - Unit Update Enabled by CVC
121126212221 8-Debug I500.3 DOCSIS 1.1 Registration Completed
121126212221 7-Information I500.5 Attempting DOCSIS 1.1 Registration
121126212221 7-Information D509.0 Retrieved TFTP Config File SUCCESS
121126212221 7-Information D507.0 Retrieved Time....... SUCCESS
************ 7-Information D511.0 Retrieved DHCP .......... SUCCESS
************ 5-Warning D520.2 DHCP Attempt# 1 BkOff: 5s Tot DSC:1 OFF:1 REQ:1 ACK:1
************ 7-Information D0.0 DHCP CM Net Configuration download and Time of Day
************ 7-Information T500.0 Acquired Upstream .......... SUCCESS
************ 8-Debug T503.1 Acquire US with status OK, powerLevel 45, tempSid 726
************ 8-Debug T505.0 Acquired Upstream with status OK
************ 3-Critical R2.0 No Ranging Response received - T3 timeout
************ 7-Information T501.0 Acquired Downstream (711000000 Hz)........ SUCCESS
************ 8-Debug T509.0 Acquired DS with status OK, DS Freq 711000000, US Id 1
************ 7-Information H501.2 HFC: Shutting Downstream Down
************ 8-Debug T503.1 Acquire US with status RR Change, powerLevel 36, tempSid 0
************ 8-Debug T505.0 Acquired Upstream with status RR Change
************ 3-Critical R2.0 No Ranging Response received - T3 timeout
************ 7-Information T501.0 Acquired Downstream (693000000 Hz)........ SUCCESS
************ 8-Debug T509.0 Acquired DS with status OK, DS Freq 693000000, US Id 1
************ 7-Information I510.0 *** BOOTING *** SB4100-1.4.9.9-SCM02-NOSH
121126212129 4-Error T520.0 Fail to change upstream from UCC REQ
121126212129 4-Error T508.0 Fail to Acquire upstream, Error Stats RR ABORT, Retry 2
121126212129 8-Debug T505.0 Acquired Upstream with status RR ABORT
121126212126 4-Error T508.0 Fail to Acquire upstream, Error Stats RR ABORT, Retry 1
121126212126 8-Debug T505.0 Acquired Upstream with status RR ABORT
121126212122 7-Information H501.1 HFC: Shutting Upstream Down
121126212122 8-Debug F502.2 Bridge Forwarding Disabled.
121126212121 7-Information C100.0 UCC-RSP Upstream Channel Change Response
121126205220 8-Debug M570.2 Motorola CM certificate present
121126205220 8-Debug M571.7 CM Cert Upgrade Enabled. AutoRun after Reg or via SNMP
121126205220 8-Debug I503.0 Cable Modem is OPERATIONAL
121126205220 8-Debug F502.1 Bridge Forwarding Enabled.
121126205220 7-Information B401.0 Authorized
121126205218 8-Debug F502.3 Bridge Learning Enabled.
121126205218 8-Debug B961.2 Retrieved CA Cert from Secure DL sector successfully
121126205218 7-Information B0.0 Baseline Privacy
121126205216 7-Information X518.9 Configuration - GGFMMD - Unit Update Enabled by CVC
121126205216 8-Debug I500.3 DOCSIS 1.1 Registration Completed
121126205216 7-Information I500.5 Attempting DOCSIS 1.1 Registration
121126205216 7-Information D509.0 Retrieved TFTP Config File SUCCESS
121126205216 7-Information D507.0 Retrieved Time....... SUCCESS
************ 7-Information D511.0 Retrieved DHCP .......... SUCCESS
************ 5-Warning D520.2 DHCP Attempt# 1 BkOff: 5s Tot DSC:1 OFF:1 REQ:1 ACK:1
************ 7-Information D0.0 DHCP CM Net Configuration download and Time of Day
************ 7-Information T500.0 Acquired Upstream .......... SUCCESS
************ 8-Debug T503.1 Acquire US with status OK, powerLevel 46, tempSid 726
************ 8-Debug T505.0 Acquired Upstream with status OK
************ 3-Critical R2.0 No Ranging Response received - T3 timeout


Bigman397

join:2012-11-25
Lincoln, NE

only thing i can really see in that is the modem being told to swap upstream channels causing a flap. Not much more I can tell from that.


mpgstuff

join:2003-07-07
Kenosha, WI
reply to mpgstuff

Any suggestions on modem models to try to get or try to stay away from? I haven't contacted my local office yet about the swap, but I assume they'll just give me what they have. I have Standard Service.

Are there any reasons to buy my own approved modem vs. leasing (now that the $3.95/month fee is charged)? Aside from breaking even after a few years and no longer incurring the fee?


mpgstuff

join:2003-07-07
Kenosha, WI

1 edit
reply to mpgstuff

I know I've let this sit for a while, but after contemplating continuing the $3.95 vs. buying, and hoping this issue would go away, I've decided to purchase an SB6141 and will look to provision it next week over the phone. I am hoping this provision process does not turn out to be a nightmare. I am waiting until next week so I can at least ensure I have internet over the holiday weekend.

In the meantime, I have spoke with 2 people in the online chat, and it was pretty much a waste of time.

I spoke with another 2 people via the phone. The first person was pretty helpful, reset the modem, did some tests, acknowledged the timeouts/resets and said she'd send a technician out the following day and they would look in my house and outside (I declined and said I'd try a new modem first. In hindsight, this was probably a terrible idea by me, I should have let the tech come).

The second person I called turned out to be a pretty bad experience. This person insisted that there was no way I could view my modem logs via 192.168.100.1. She insisted that I must have been viewing my Linksys router logs, since that's the device I was connected to. She insisted it was an issue with my Linksys wireless router and a WIFI issue, and maybe a wireless phone was interfering with the WIFI. I explained myself 100 times that the modem was resetting, but it was just not getting through. I asked if this could be escalated just so I could have someone tell me what these messages mean, and she said the escalation was denied because there was no proof of connection issues, and that the senior technician said it was not possible I could be looking at these logs while connected to the device. My modem had reset 5-6 times before calling her, the other service rep acknowledged this (even in her notes on my account), but yet this service rep said she saw no connectivity issues in the last 24 hours.

No configuration changes have been made in my house, no new coax splitters, etc. I'm using the same router that I've had for 2-3 years and I don't believe it is an issue at all.

Hopefully once the new modem is up and running the issue will be resolved. If not, the only other alternative is to have a tech come to the house. I just don't want to be in a situation where I now have a new modem, still have the issue, and they say its a modem issue and its not their problem since I own the modem.



hobgoblin
Sortof Agoblin
Premium
join:2001-11-25
Orchard Park, NY
kudos:11

I gave you my advice early in this thread. If you are still using a 4100 modem anything else you have done, calling, chatting was honestly wasting your time and theirs.

Please swap it before you do anything else. Had a tech come out he would have swapped it as a first step.

Hob
--
"A foolish consistency is the hobgoblin of little minds."
- Ralph Waldo Emerson


cramer
Premium
join:2007-04-10
Raleigh, NC
kudos:9

Actually, they wasted their own time... "Sir, what modem are you using?" "SB4100..." "<interrupting>GO TO THE NEAREST TWC OFFICE TO REPLACE THAT MUSEUM EXHIBIT OF A MODEM."

(A friend of mine *just* replaced a 3100. A. F'ing. 3100! No wonder his internet sucked.)


mpgstuff

join:2003-07-07
Kenosha, WI
reply to mpgstuff

The one service rep did acknowledge that the Modem was 10 years old, and that's when I'd suggested I would replace it before having a tech come out and see if that fixed the issue. The other service rep was convinced it was my Linksys router and insisted that was the only device that mattered.

Hopefully this will solve everything as Hob/Cramer have suggested. The reason I've waited is - yes I know it is very old - but there have been 0 issues in the past 10 years (speeds fine, low latency, no packet loss). I was skeptical that all of the sudden it would be the fault of the modem, unless they changed a config on their end.

I've purchased an SB6141 and it will be here on Friday. I've read some horror stories of people trying to get them provisioned, so now I am worried about that.

Will they request that when the new modem is provisioned I only have one PC hooked directly into the cable modem? Or can I have it hooked up as I would normally operate with a PC --> router ---> modem? I am nervous because the one tech insisted the router was an issue, that I needed to call Linksys, that I couldn't see modem logs, etc.



hobgoblin
Sortof Agoblin
Premium
join:2001-11-25
Orchard Park, NY
kudos:11
reply to cramer

"Actually, they wasted their own time... "Sir, what modem are you using?" "SB4100.."

Agreed.

Hob
--
"A foolish consistency is the hobgoblin of little minds."
- Ralph Waldo Emerson


mpgstuff

join:2003-07-07
Kenosha, WI
reply to mpgstuff

Not once did either tech support ask me what model cable modem I was using and express that it was old. I did say the model name early in my explanation of the issue I was having.

The first tech support person only acknowledged it was old after I told her that it was 10 years old.

The second tech support was too focused on the Linksys wireless router.

How painful will it be for me to provision the new modem? This IS something that any of the national help desk personnel will be able to handle, correct? Can I be up and running within an hour once I get a person on the phone?


Weaselboy
Premium
join:2003-08-02

It is really easy to configure a new cable modem. You just hook it up and call TW with the HFC MAC ID number from a sticker on the modem. They punch that info in their system and reboot the modem and you are done.

It takes longer to get through the voice prompts in their help system than it does to activate the modem.


mpgstuff

join:2003-07-07
Kenosha, WI

Thanks Weaselboy that gives me a little confidence.

I will update this once I have provisioned the SB6141 in the upcoming days/week.

Thanks to everyone so far.


mpgstuff

join:2003-07-07
Kenosha, WI
reply to hobgoblin

Received the SB6141 this afternoon. Called support to get it provisioned, National Helpdesk tech said they couldn't do it so she transferred me to Tier 3. Was up and running in about 20 minutes. Tier 3 guy said my signal levels looked perfect.

10 minutes after hanging up, T3 timeouts and connection dropped. Hoped that it was a fluke. 30 minutes later, same thing connection dropped.
Dec 21 2012 15:36:25 3-Critical C206.0 DCC aborted unable to communicate on new upstream channel;
Dec 21 2012 15:36:25 3-Critical R08.0 16 consecutive T3 timeouts while trying to range on upstream channel 3
Dec 21 2012 15:36:24 3-Critical R03.0 Ranging Request Retries exhausted;
Dec 21 2012 15:36:18 3-Critical R02.0 No Ranging Response received - T3 time-out;

Seems the same issue, can't acquire upstream, T3 timeouts.

Just got off the phone again and have a technician scheduled to come out, next available day is the 29th. I have a feeling this will be something that will never be fixed.



thomasr

join:2010-01-21
Winston Salem, NC
kudos:1

Your feeling is probably correct. I have seen these errors for years, using multiple modems (Ambit, Arris, RCA and Motorola) at multiple locations. I dug up a link I referenced a year and a half ago that kind of explains possible causes of these errors.

T3 and T4 Timeouts
I wanted to close this topic with a discussion on T3 and T4 timeouts as I have received many questions on “what causes T3 and T4 timeouts?” Fundamentally, a T3 timeout occurs when the cable modem fails to receive a RNG-RSP from the CMTS within 200 msec (after sending a RNG-REQ). A T4 timeout occurs when a cable modem fails to receive a RNG-REQ transmit grant MAP from the CMTS within 35 sec on the downstream channel (after receiving the previous RNG-RSP). There are number of reasons that these could occur and I will list a couple below for each and help guide you the root cause, but understand this is not and exhaustive list.

T3 Timeout No RNG-RSP in 200 msec – Typically an Upstream Problem

Most likely cause is upstream impairments preventing the RNG-REQ from reaching the CMTS, therefore the CMTS never transmits a RNG-RSP

May occur because the RNG-REQs from multiple cable modems collided, again the CMTS does not receive the RNG-REQ (now from multiple modems) and fails to process multiple RNG-RSP messages resulting in multiple T3 timeouts

CMTS over-utilization – unable to process RNG-REQ and/or RNG-RSP within T3 time frame (200 msec)

Can also be a downstream problem due to plant impairments – i.e. RNG-RSP is transmitted, but corrupted in route and the cable modem never receives the message

Look for low MER at the cable modem

T4 Timeout No RNG-REQ Grant MAP Received by Cable Modem in 35 sec – Typically a Downstream Problem

T4 timeouts can usually be identified with downstream impairments causing the cable modem to miss receiving the RNG-REQ grant MAP transmitted to it

If T4 errors are impacting many modems off of a common leg, trouble shoot that leg

If T4 errors are just associated with one modem, look for low MER/level at that modem

T4 timeouts can also be associated with a CMTS that has extremely high utilization i.e. >95% depending on the vendor and firmware version

Rule of thumb for CMTS utilization is 80% to allow for peak usage periods

It is highly unlikely that T4 timeouts are associated with any upstream impairments

»volpefirm.com/blog/docsis-101/do···tenance/

I register multiple T3 or T4 errors and disconnects daily at my current location. Just something I've gotten used to...

Here's my current specs:

Model Name: SB6141
Vendor Name: Motorola
Firmware Name: SB_KOMODO-1.0.6.3-SCM03-NOSH
Boot Version: PSPU-Boot(25CLK) 1.0.12.
Hardware Version: 7.0
Serial Number: ************************
Firmware Build Time: Aug 18 2011 10:27:53

Downstream Bonding Channel Value
Channel ID 68 65 66 67
Frequency 561000000 Hz 543000000 Hz 549000000 Hz 555000000 Hz
Signal to Noise Ratio 38 dB 37 dB 38 dB 38 dB
Downstream Modulation QAM256 QAM256 QAM256 QAM256
Power Level
The Downstream Power Level reading is a snapshot taken at the time this page was requested. Please Reload/Refresh this Page for a new reading
0 dBmV 0 dBmV 0 dBmV 0 dBmV
Upstream Bonding Channel Value
Channel ID 4
Frequency 34600000 Hz
Ranging Service ID 72
Symbol Rate 2.560 Msym/sec
Power Level 48 dBmV
Upstream Modulation [5] 16QAM

Ranging Status Success
Signal Stats (Codewords) Bonding Channel Value
Channel ID 68 65 66 67
Total Unerrored Codewords 652831645 652839864 652847258 652856236
Total Correctable Codewords 14 0 0 1
Total Uncorrectable Codewords 646 575 1363 570


cramer
Premium
join:2007-04-10
Raleigh, NC
kudos:9
reply to mpgstuff

Dec 21 2012 15:36:25 3-Critical C206.0 DCC aborted unable to communicate on new upstream channel

DING DING DING

Your modem was commanded to move to a channel that doesn't work (filtered, noisy, doesn't exist on your node -- happens more often than you'd think)

mpgstuff

join:2003-07-07
Kenosha, WI

1 edit

cramer, do you think this is this something a Technician can fix, or at least communicate up the chain to get fixed?

The technician visit got bumped up to tomorrow instead of a week from today. I plan to just tell him what I've experienced over the past 2 months. I can show him all the modem logs, basically every time it would reset I would copy and paste all the logs into a spreadsheet. Not sure if that will be worthy evidence or not.

I've been on the SB6141 for approximately 16 hours. Looking at my saved logs it seems to happen the most between the hours of 2-9PM, but that's also more likely the time a user would be on and notice something so I wouldn't suggest its time bound. Below are all the logs so far on the SB6141. I will see what happens throughout today.

Dec 22 2012 06:47:48 3-Critical R02.0 No Ranging Response received - T3 time-out;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.0;
Dec 21 2012 16:28:53 5-Warning Z00.0 MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.0;
Dec 21 2012 16:28:46 3-Critical R02.0 No Ranging Response received - T3 time-out;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.0;
Dec 21 2012 16:28:19 3-Critical C206.0 DCC aborted unable to communicate on new upstream channel;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.0;
Dec 21 2012 16:28:19 3-Critical R08.0 16 consecutive T3 timeouts while trying to range on upstream channel 4;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.0;
Dec 21 2012 16:28:18 3-Critical R03.0 Ranging Request Retries exhausted;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.0;
Dec 21 2012 16:28:12 3-Critical R02.0 No Ranging Response received - T3 time-out;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.0;
Dec 21 2012 16:07:39 5-Warning Z00.0 MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.0;
Dec 21 2012 16:07:21 3-Critical C206.0 DCC aborted unable to communicate on new upstream channel;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.0;
Dec 21 2012 16:07:21 3-Critical R08.0 16 consecutive T3 timeouts while trying to range on upstream channel 3;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.0;
Dec 21 2012 16:07:21 3-Critical R03.0 Ranging Request Retries exhausted;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.0;
Dec 21 2012 16:07:19 3-Critical R02.0 No Ranging Response received - T3 time-out;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.0;
Dec 21 2012 15:44:37 5-Warning Z00.0 MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.0;
Jan 01 1970 00:00:14 6-Notice Cable Modem Reboot from SNMP ;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.0;
Dec 21 2012 15:36:41 5-Warning Z00.0 MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.0;
Dec 21 2012 15:36:25 3-Critical C206.0 DCC aborted unable to communicate on new upstream channel;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.0;
Dec 21 2012 15:36:25 3-Critical R08.0 16 consecutive T3 timeouts while trying to range on upstream channel 3;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.0;
Dec 21 2012 15:36:24 3-Critical R03.0 Ranging Request Retries exhausted;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.0;
Dec 21 2012 15:36:18 3-Critical R02.0 No Ranging Response received - T3 time-out;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.0;
Dec 21 2012 15:03:03 5-Warning Z00.0 MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.0;

Downstream Bonding Channel Value
Channel ID 9 10 11 12
Frequency 693000000 Hz 699000000 Hz 705000000 Hz 711000000 Hz
Signal to Noise Ratio 37 dB 38 dB 37 dB 37 dB
Downstream Modulation QAM256 QAM256 QAM256 QAM256
Power Level
The Downstream Power Level reading is a snapshot taken at the time this page was requested. Please Reload/Refresh this Page for a new reading
-3 dBmV -3 dBmV -3 dBmV -3 dBmV

Upstream Bonding Channel Value
Channel ID 2
Frequency 21000000 Hz
Ranging Service ID 4889
Symbol Rate 2.560 Msym/sec
Power Level 47 dBmV
Upstream Modulation [6] 16QAM
[2] 64QAM

Ranging Status Success

Signal Stats (Codewords) Bonding Channel Value
Channel ID 9 10 11 12
Total Unerrored Codewords 2793292415 2792614872 2792632754 2792640059
Total Correctable Codewords 2623 185 0 2
Total Uncorrectable Codewords 1319 1413 522 1392


djrobx
Premium
join:2000-05-31
Valencia, CA
kudos:2
Reviews:
·Time Warner Cable
·VOIPO

it seems to happen the most between the hours of 2-9PM, but that's also more likely the time a user would be on and notice something so I wouldn't suggest its time bound.

Channel change requests happen because the CMTS is trying to balance the load. This activity is most likely to happen during peak hours.

If not fixed, the problems will likely stop once TWC figures out how to get the upstreams bonded, removing the need for channel changes on bonded modems.
--
AT&T U-Hearse - RIP Unlimited Internet 1995-2011
Rethink Billable.

mpgstuff

join:2003-07-07
Kenosha, WI

Thanks for the response. I will see what the technician says tomorrow. I'm not sure what he/she will want to look at inside the house (or outside for that matter). Inside, nothing has changed in the 10 years we've had the service. I looked at the coax and splitters and everything is tight and "appears" fine inside.
I can show them the cable modem logs and the new cable modem, the is about it for inside.

As a side note, I noticed in the SB6141 logs that my most recent entry (a few posts up) was timestamped Dec 22 2012 06:47:48. Now when I look at it, it is the same error message (T3 Time-out) but the time-stamp is Dec 22 2012 10:18:52 and the 06:47:48 entry is no longer there. Does the SB6141 do some sort of in-place log replacement/consolidation?



motorola870

join:2008-12-07
Arlington, TX
kudos:3

1 edit
reply to djrobx

not necessarily going to stop load balancing I had my modem reset the other night and it took the primary downstream for 783MHz to 807MHz which is channel 5 all while still bonding 6 downstreams and 4 upstreams!

Startup Procedure
Procedure Status Comment
Acquire Downstream Channel Locked
Connectivity State OK Operational
Boot State OK Operational
Configuration File
Security Enabled BPI+

Downstream Bonded Channels
Channel Lock Status Modulation Channel ID Frequency Power SNR Correctables Uncorrectables
1 Locked QAM256 5 807000000 Hz -5.9 dBmV 35.4 dB 1857 0
2 Locked QAM256 1 783000000 Hz -4.3 dBmV 37.2 dB 145 0
3 Locked QAM256 2 789000000 Hz -4.5 dBmV 37.0 dB 200 0
4 Locked QAM256 3 795000000 Hz -5.1 dBmV 36.1 dB 522 0
5 Locked QAM256 4 801000000 Hz -5.1 dBmV 36.2 dB 705 0
6 Locked QAM256 6 813000000 Hz -5.5 dBmV 36.2 dB 1011 29
7 Not Locked Unknown 0 0 Hz 0.0 dBmV 0.0 dB 0 0
8 Not Locked Unknown 0 0 Hz 0.0 dBmV 0.0 dB 0 0

Upstream Bonded Channels
Channel Lock Status US Channel Type Channel ID Symbol Rate Frequency Power
1 Locked TDMA and ATDMA 10 2560 Ksym/sec 33000000 Hz 42.0 dBmV
2 Locked TDMA and ATDMA 9 2560 Ksym/sec 36500000 Hz 42.0 dBmV
3 Locked TDMA and ATDMA 11 2560 Ksym/sec 29500000 Hz 42.0 dBmV
4 Locked TDMA and ATDMA 12 2560 Ksym/sec 24500000 Hz 42.0 dBmV

I would think that the correctables should be expected in my area as TWC is using the same bands as wireless providers do so there could be a small amount of noise getting in from the node to my house I believe this set up is better than having my downstreams in the 99MHz to 123MHz like some areas do in Ohio on TWC.

I am actually surprised that have 4 upstreams with QAM64 as when QAM64 first rolled out at the beginning of 2011 in my area I was struggling to keep QAM64 on two of the 4 upstreams and sometimes 3 of them as my modem would keep alternating. Right now these basically are equivalent to two QAM64 6.4MHz wide channels on the downstream I have a feeling that we will have them respaced in early 2013 to maximize the upstream capacity and two of them will go 3.2MHz wide QAM16 and the other two will go 6.4MHz wide QAM64.

mpgstuff

join:2003-07-07
Kenosha, WI
reply to mpgstuff

Tech came out to the house today about 4 hours ago. Long story short, I still have the problem.

He came in the house and we looked at the modem diagnostic page. Power levels looked good. I showed him the logs, read him the log messages, and he really had no explanation. He said maybe they were trying to push a new configuration to the modem which was causing it to reset (for 2 months??). This has been happening for 2 months on 2 different modems (granted one was ancient), the configuration thing is obviously not the case. I think he just said that because I told him this was a new modem. He really did not have anything to say about the log messages.

He was then concerned with the power levels of the cable boxes (we have not had any problems with them). One of the power readings on the boxes was out of spec.

He eliminated our current splitter configuration and added one new 4 way splitter. This brought the readings down to spec on the cable boxes.

This also brought my cable modem power levels from:
Downstream was -2 to -3, is now -6
Upstream was -46, now -49

I'm at the point now where it seems it has to be something on their end and all I can do is hope that it gets fixed sooner rather than later.

Channel ID 9 10 11 12
Frequency 693000000 Hz 699000000 Hz 705000000 Hz 711000000 Hz
Signal to Noise Ratio 37 dB 37 dB 37 dB 37 dB
Downstream Modulation QAM256 QAM256 QAM256 QAM256
Power Level
The Downstream Power Level reading is a snapshot taken at the time this page was requested. Please Reload/Refresh this Page for a new reading
-6 dBmV -6 dBmV -6 dBmV -6 dBmV

Upstream Bonding Channel Value
Channel ID 1
Frequency 33000000 Hz
Ranging Service ID 4889
Symbol Rate 2.560 Msym/sec
Power Level 49 dBmV
Upstream Modulation [6] 16QAM
[2] 64QAM

Ranging Status Success

Signal Stats (Codewords) Bonding Channel Value
Channel ID 9 10 11 12
Total Unerrored Codewords 85621901 85006766 85025197 85034790
Total Correctable Codewords 107 176 0 0
Total Uncorrectable Codewords 1419 2251 1425 506

Dec 23 2012 17:49:17 5-Warning Z00.0 MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.0;
Jan 01 1970 00:00:20 3-Critical R07.0 Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.0;
Jan 01 1970 00:00:14 6-Notice Cable Modem Reboot due to T4 timeout ;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.0;
Dec 23 2012 17:48:11 3-Critical R04.0 Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.0;
Dec 23 2012 17:47:41 3-Critical R02.0 No Ranging Response received - T3 time-out;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.0;
Dec 23 2012 17:47:32 4-Error C401.0 DCC-ACK not received;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.0;
Dec 23 2012 17:47:32 3-Critical R02.0 No Ranging Response received - T3 time-out;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.0;
Dec 23 2012 17:08:06 5-Warning Z00.0 MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.0;
Dec 23 2012 17:08:01 3-Critical R02.0 No Ranging Response received - T3 time-out;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.0;
Dec 23 2012 17:07:37 3-Critical C206.0 DCC aborted unable to communicate on new upstream channel;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.0;
Dec 23 2012 17:07:37 3-Critical R08.0 16 consecutive T3 timeouts while trying to range on upstream channel 4;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.0;
Dec 23 2012 17:07:36 3-Critical R03.0 Ranging Request Retries exhausted;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.0;
Dec 23 2012 17:07:28 3-Critical R02.0 No Ranging Response received - T3 time-out;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.0;